Overview

Modernize your service desk

Why CAI for IT Service Desk outsourcing

Is your current service desk experience antiquated? Do you experience poor response times, a lack of self-service options, and security concerns? Has the quality experience you provide to your customers diminished while the cost to maintain your service desk increases?

Demands around the service desk experience are evolving and with that change comes an increased expectation from customers. Outsourcing your IT helpdesk is an efficient option that allows you to leverage the most current technology, like automation, while reducing your overhead costs. Outsourcing your IT service desk services means enlisting a third party to manage and resolve both basic user inquiries (Level 1) and more complex technical problems (Levels 2 and 3). This can include things like incident management and password resets.

Service desk outsourcing with CAI means you will have a long-term partner and single point of contact to meet you where you are in your service desk modernization journey, working with you to develop a customer-centric experience. Our IT service desk services support model provides a balanced approach to servicing everyone with carefully crafted artificial intelligent-powered solutions.

CAI’s framework for communication, reporting, and governance ensures a seamless service integration with stakeholders, ongoing improvements in service delivery, incident management, and oversight for a sustainable user experience.

CAI Service Desk customer support by the numbers

At CAI, our methodology focuses on making the shift from quality-centric to experience-centric, backed by an outcome-driven approach. Regardless of where you are in your journey, CAI is your service desk outsourcing provider of choice.

30+ Years of service desk solutions and support
130+ Languages supported
95% Annual customer satisfaction rating
500,000+ Global end users supported
90,000+ Tickets handled per month

What We Do

Fully outsourced service desk

Shift left is core to service desk success

The impact of shifting left is a lower cost to resolve service requests, faster resolution times, less backlog for Level 2 support, and higher customer satisfaction. This approach dramatically transforms your service desk operation into a drama-free resource to support your organization.

Game-changing advances in technologies, a new generation of end-users, rising labor costs, and shifting metrics demand that CIOs reconsider how they measure their success.

Measurement and metrics

IT help desk outsourcing doesn’t mean you lose visibility to key performance indicators (KPI). In fact, CAI has developed a full contingent of metrics to determine your operational health. Dashboards provide real-time data and full transparency while our daily journals provide an email summary of the last 24 hours.

Automation

CAI works with clients to leverage the ServiceNow® platform, RPA bots, and other automation tools to streamline processes. We leverage a full hyperautomation suite including generative artificial intelligence (AI) and conversational AI tools to provide a frictionless experience, ensuring tickets are resolved faster.

Embrace knowledge management

Not every process can be fully automated. CAI embraces documentation to identify opportunities and implementation within a service desk operation. At CAI, we deliver personalized, proactive, and seamless service desk services that exceed customer expectations while continuously improving through feedback and data-driven insights.

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Hyperautomation

Let nothing stop you. Not even an application.

Automation is table stakes for service desk operations, reducing costs by resolving complex ticketing systems. Through automated tools and processes, service desk operators complete calls faster and enable customer self-service. CAI can help you discover the potential of service desk automation.

Automated chatbots

CAI has implemented AI-driven chatbots to help clients reduce the cost-of-service delivery and the workload on call center employees.

Robotic process automation (RPA)

CAI is leading the charge with RPA implementations, helping clients save time and money. And, more importantly, getting people back to work faster. Learn more about RPA.

AI is the future of service desk

CAI is working to implement AI in the call center to keep costs lower and improve end-user satisfaction. We have a strategic partnership with Moveworks, the leading conversational AI platform for the enterprise. By leveraging large language models (LLM) and machine learning (ML), the partners provide deep assessments and deliver an industry-leading system integration for next generation service desk that enhances customer and employee experiences.

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Seamless transition

CAI is committed to making your service desk transition seamless. We work closely with your internal teams and any incumbent in planning the transition, completing knowledge transfer, training our team, and providing quality assurance.

A fundamental part of our framework for transitions is our robust governance structure:

Weekly reviews to monitor progress

CAI meets with you regularly to track every aspect of your service desk transition. We create a series of reports and dashboard, tracking all stages, from due diligence to stabilization and transition close, to ensure neither you nor your customers experience any downtime.

Proactive and transparent risk management process

At CAI we understand the important role your IT help desk plays. During your transition period, CAI's proactive and transparent risk management process is designed to immediately address risks upon identification and demonstrate progress against milestones throughout the entire process.

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Success stories

Success Story

A trusted partner for global expansion

CAI helps a tax technology and solutions company grow their global support operations and improve the customer experience.

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Success Story

Improving end-user experience for a global logistics firm

Learn how CAI provided global service desk support and better IT service management (ITSM) administration to improve customer satisfaction and service levels.

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Success Story

Chicago-area non-profit answers the call with CAI

CAI provides level-one service desk support efficiency, reduces call volume and increases first-level response rates.

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Next steps

Follow one of the links below to find out more about what we do for our customers, employees, and communities.

Explore our services

We have provided services and solutions for our customers and partners for over 40 years. See how we can help your organization or enterprise.

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Discover how we help industries

Our business solutions can be applied to almost any industry. See a list of some of the industries we specialize in.

View all industries →

See how CAI cares

We Power the Possible™ by uniting talent and technology for our clients, colleagues, and communities. Learn more about our corporate social commitments.

Go to Corporate Social Responsibility →

Let's talk!

Interested in providing excellent customer service while improving performance and reducing costs at your service desk? Let's chat about how to get started today.

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